Once in port we went to the tickets to see where the redemption point was. It was a 40 minute walk one way. I messaged the tour operator and Viator to see if there was a closer starting point. We got a closer location about 2 hours later, but we had already left the ship WIFI. We never got to go on the tour and were refused a refund. This could have all been resolved if the website listed all allowed starting points or there was someone to answer questions before the 9:52am starting time. I think this tour is poorly run.
事業者からの返答
Thank you for your feedback. We are sorry that you ultimately did not take part in the tour, but we would like to clarify a few important points, as the information necessary to join the tour was provided with the booking.
The booking information clearly states the official ticket redemption and starting point at Landungsbrücken, Brücke 4, how to exchange the voucher, the name of the operating company (HANSE STADTRUNDFAHRT), a description of the orange-yellow double-decker buses, and the departure times.
We deliberately recommend Landungsbrücken, Brücke 4 as the official starting point because intermediate stops can occasionally be affected by roadworks, demonstrations, traffic restrictions or temporary route changes in Hamburg. The main departure point is therefore the most reliable option for our guests. The other stops along the route can also be found on the operator's website.
Regarding your message, we received it at 7:07 a.m. It was seen at 10:24 a.m. and we replied immediately after seeing it, specifically trying to provide you with a more convenient solution. We informed you that, depending on your cruise terminal, Marco-Polo-Terrassen or Westfield Überseequartier could be much closer alternative boarding points.
It is also important to clarify that 9:52 a.m. was not the only opportunity to take the tour. The buses operate throughout the day with regular departures, approximately every hour. Therefore, when we replied at 10:24 a.m., there were still later departures available and sufficient time to reach one of the suggested stops and take the tour.
For this reason, we do not believe there was a lack of information or an unwillingness to assist. In addition to the detailed information already provided with the booking, we responded as soon as the message was seen and tried to offer alternative boarding options closer to your location.
Regarding the refund, the original request concerned one participant who was unable to attend. As the request was made within 24 hours of the tour, the booking conditions no longer allowed a partial cancellation or a reduction in the number of participants. The ticket nevertheless remained valid and could have been used by another participant.
We understand that the situation was frustrating and are sorry that you ultimately chose not to take the tour. However, we feel it is important to clarify that the official meeting point, ticket redemption procedure, operator details and departure times were provided in advance, and that after receiving your message we also made every effort to provide a practical alternative so that you could still participate.
